Sr. Customer Care Manager

<strong>How would you like to be a part of a team that has been providing the American Dream of homeownership to families for more than 60 years? PulteGroup is a FORTUNE 500 company and one of America's top residential builders. We put the consumer at the center of everything we do and we stand above the competition in our commitment to quality.</strong>

Cleveland, OH


<strong>Since our founding in 1950, PulteGroup has delivered almost 750,000 homes throughout the United States. What began as a single home built by the hands and entrepreneurial spirit of our founder Bill Pulte, is today the nation&rsquo;s third-largest homebuilder with operations in over 40 major cities. Marketing under some of the industry&rsquo;s best known brands: Pulte, Centex, Del Webb, DiVosta, American West, and John Wieland Homes and Neighborhoods, we can meet the needs of first-time, move-up and active-adult homebuyers.&nbsp;<a href="">Click here</a>&nbsp;for a snapshot of PulteGroup&rsquo;s business.</strong><br /><br /><strong>PulteGroup operates against a stated objective of delivering high returns on invested capital and equity over the housing cycle. Research indicates that high ROIC and ROE are key drivers to creating long-term shareholder value in the homebuilding industry. This focus has helped the Company raise key operating and financial metrics to be among the industry leaders.</strong>

keywords: position summary,management,assist,analysis,legal,customer care,communication,education,experience,quality assurance,adapt,communication,analysis

Full Time

Overview: <p>Highlights:</p> <ul> <li><strong>BUILT TO HONOR PROGRAM RECOGNIZED AS 2020 HEARTHSTONE AWARD WINNER:&nbsp;</strong>winner for its leadership and commitment in support of our veterans and their families as they rebuild their lives.</li> <li><strong>2020 Best Workplaces for Women</strong>&trade; by Fortune and Great Place to Work&reg;.</li> <li><strong>2021 Fortune 100 Best Companies</strong>&nbsp;to Work For&reg; by Great Place to Work&reg; and Fortune, ranking #75.&nbsp;</li> <li><strong>50 Markets:&nbsp;</strong>Operations in approximately 50 major metro markets</li> <li><strong>Opportunity:</strong>&nbsp;Internal promotion is a key priority and job security is strong</li> <li><strong>Compensation:</strong>&nbsp;Strong compensation package with significant bonus that typically pays out well over target</li> </ul>
Responsibilities: <ul> <li>Manage escalated and large warranty issues for closed homes, including insurance/litigation</li> <li>Conduct in-person homeowner assessments on an as needed basis.</li> <li>Determine if corrective work order is needed.</li> <li>Lead root-cause analysis.</li> <li>Manage trades to completion of service requests to customers&rsquo; satisfaction.</li> <li>Perform minor service-related tasks (e.g., adjustments, repairs), as requested.</li> <li>Establish and maintain positive customer relationships.</li> <li>Determine trade accountability for back charges and P.O.&rsquo;s.</li> <li>Authorize payment for work performed up to approval limits.</li> <li>Follow applicable legal protocol and process necessary workflow.</li> <li>Partner with other Customer Care Managers to address escalated homeowner concerns.</li> <li>Manage, contain, and continuously improve warranty spend.</li> <li>Participate in Lean initiatives to improve overall efficiencies of the Division.</li> <li>Communicate and facilitate training to FMs on product or process issues to eliminate long-term risk.</li> <li>Assist PIM in identifying top warranty spend opportunities. Assist in developing plan/process to reduce costs.</li> </ul>
Requirements: <ul> <li>Minimum High School Diploma or equivalent</li> <li>Bachelor&rsquo;s Degree Preferred</li> <li>Minimum of 5-7 years customer service, warranty, or construction experience or equivalent</li> <li>Minimum of 2 years at Customer Service Manager II or equivalent</li> <li>Strong customer orientation and ability to adapt/respond to different personality types</li> <li>Strong emphasis on quality of service and follow-up</li> <li>Excellent communication and listening skills</li> <li>Analytical ability necessary to perform root cause analysis</li> </ul>